A place to ask questions, connect with others, and stay in the know
Hey Community Members!
May has come and gone; and as we enter summer, we wanted to take a look back. Starting this month, we will be sharing with you a monthly recap of our workforce engagement releases. Each month we will outline the features and capabilities released, as well as give you some insight into special functionalities, upcoming events, and other ways you can engage with our Product Management team. Stay tuned to learn more about Genesys Cloud Workforce Engagement Management and watch how this visionary solution comes together to provide the most innovative solution to elevate the Employee Experience.
Last month we saw the release of features to improve quality management, coaching, and workforce planning. Check out what’s been released in each of our key disciplines:
Quality Assurance & Compliance
Introducing Topic Manager and Topic Spotting.
This feature grants Master Admins the ability to create, edit and delete Programs, Topics and phrases, which enables our Speech & Text Analytics subsystem to recognize business intent* and automatically tag topics. This allows them to be searched and displayed in the interaction overview user interface.
With the launch of this feature Admins can select, from the 39 out-of-the-box pre-existing topics to expand their data understanding and classification.
Beta Programs & Feedback
If you want to learn more about upcoming releases, feel free to reach out to the Product Management team and schedule a chat.
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.